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Refund & Exchange Policy

At WTDL, we aim to provide the best shopping experience for our valued customers. We understand that sometimes situations may arise where you need to seek a refund or exchange. Please read our policy carefully to know when and how these options are available.

Returns and Exchanges Eligibility

  • Please reach out to us at wherethedreamlies@gmail.com 7 days of receiving your order.

  • Include in the email:

    • Your order number;

    • Photos, where relevant, of the issues.

What happens next?

  • We aim to process all requests within 7 working days.

Returned items

  • All returned items should be unused, unworn, and unwashed. 

  • WTDL does not accept worn, stained, damaged, or altered items. 

  • We do not provide freight-to-collect (FTC) service for returning the package; the return shipping cost will be at your own expense.

Refund

  • If your refund request is confirmed, WTDL will return the money to the account used to pay for the order in the currency it was initially bought in.

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Can all items ordered from WTDL be returned?

Our return policy applies to most items, but a few exceptions exist. Those listed below cannot be returned:

  • For hygiene reasons, tights, underwear, pajamas, swimsuits, socks, and masks cannot be returned;

  • Sample items;

  • Deliberately damaged items;

  • Items sent back for return more than 7 days from the date of receipt;

  • ​Items deemed to no longer be required due to delayed delivery are delayed due to misinformation provided to WTDL, such as the recipient’s incorrect phone number or shipping address.

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Can I get a refund if my order is not shipped on time?

Small-volume orders

  • We aim to complete the production of small-volume orders within 3-7 working days and to ship items no later than the 8th working day (calculated from the date the order is paid for). 

  • If you have not received any logistics or shipping information by the end of the 7th day, we will refund you a maximum of 10% of your original commodity price as compensation.*

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How long do I have to submit a return or exchange request?

  • Any claims for damaged/defective items must be submitted within 7 days of receiving the product. 

  • For packages lost in transit, all claims must be submitted no more than 7 days after the estimated delivery date.

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*In the scenarios above, this refund is not applicable if the shipment is delayed due to relevant changes on the customer side (wrong address, etc.). WTDL is the arbiter of what relevant changes are. 

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